CCNG

NOVEMBER 9, 2021

Ten years after we were told that Software is Eating the World, we’re now well aware that The Cloud is Eating the World. Hosted contact center software offerings continue to grow in number and sophistication, while legacy players rush to transform their products accordingly. CRM has long been in the cloud.

Contact Center 259

Contact Center CCNG Contact center software Finance 259

SharpenCX

MAY 12, 2020

The training it takes to get to that level of expertise takes more than just a week or two. To help your agents support a positive customer experience, training has to extend past initial onboarding, too. Making Training Engaging. When you think about training, does it make you excited? But, let’s be honest.

Contact Center 128

Contact Center Customer Service Employee engagement Coaching 128

Hodusoft

OCTOBER 23, 2019

The travel industry is an umbrella term that covers diverse services such as air, train and surface travel, hotels, holiday experiences, and business travel. It would be tough for the travel industry to keep in step with such customers was it not for omnichannel contact software specifically developed for the travel segment.

Contact center software 40

Contact center software Contact Center contact center solutions Interactive Voice Response 40

VocalCom

JANUARY 22, 2018

For many companies, personalization remains a top priority in this new year. Many brands are achieving this goal by offering stronger service and personalized content through artificial intelligence and geolocation. Here are five ways personalization impacts customers’ purchasing habits and drives sales success. They spend more.

Personalization 90

Personalization Sales Contact center software Upselling 90

Hodusoft

JANUARY 24, 2024

Personalization Strategies for Inbound and Outbound Banking Calls: A Technology Perspective Within the quickly changing banking industry, where the customer experience is paramount, the concept of tailored interactions has become increasingly important.

Banking 52

Banking Personalization Technology call center software 52

Hodusoft

MARCH 13, 2024

This blog explores the challenges faced by the financial industry, the role of BPO contact centers, and strategies to enhance customer support. Agents undergo comprehensive training to understand the intricacies of the financial sector. BPO centers operate with efficiency, handling a high volume of customer queries promptly.

Contact Center 52

Contact Center Customer Support Contact center software outsourcing 52

CSM Magazine

FEBRUARY 12, 2024

By initiating these calls, businesses can provide personalized assistance, address inquiries, and offer valuable insights and recommendations. Outbound voice communication can play a pivotal role in achieving this goal by proactively reaching out to potential customers and offering personalized assistance.

Contact center software 52

Contact center software Scripts Contact Center Consulting 52

JustCall

MARCH 21, 2022

Sales training isn’t just about having the right tools and tricks up your sleeve. It’s about being trained to leverage them right. That’s why you need sales training to ensure that the behaviors that help win deals can be codified and shared with new hires and trainees. Sales Training Program.

Sales 52

Sales Coaching Scripts CRM 52

NobelBiz

OCTOBER 31, 2023

Join Brad as he explores the value of customer experience, personalization, and crucial metrics to navigate the ever-evolving landscape of customer service. Enhanced Customer Segmentation With data analytics, call centers can segment their customers based on behavior, preferences, and interaction history.

Customer Support 105

Customer Support Contact center software Call Center Analytics 105

Talkdesk

SEPTEMBER 5, 2017

Through its partnership with Talkdesk, OTG Consulting is able to leverage Talkdesk’s partner program benefits, including its expansive product set, competitive residuals and lucrative spiffs, dedicated account teams, ongoing training and priority support. Said Jeffrey Pearl, CEO and Managing Partner, OTG Consulting. About Talkdesk.

Contact center software 40

Contact center software Consulting Consulting Contact Center 40

NobelBiz

APRIL 9, 2024

Its cornerstone, the Privacy Rule, safeguards personal health information, mandating healthcare entities to uphold confidentiality while facilitating essential healthcare services. To adhere to DNC regulations, call centers must regularly scrub their contact lists against the national DNC registry and maintain internal DNC lists.

Call Center 105

Call Center Telemarketing Healthcare Government 105

SharpenCX

MAY 26, 2020

With effective and frequent customer service training and coaching. So, how do you fit frequent customer service training into your every day? Let’s look at some tactics to adopt to make your customer service training frequent and consistent. Or, they give you time for in-depth product and service training and presentations.

Contact Center 128

Contact Center Customer Service Coaching Customer Experience 128

NobelBiz

JANUARY 3, 2024

Check out our latest webinar episode Fireside Chat: 2023 Contact Center Industry Recap & Future Projections Pro Tips for Understanding 2023’s Industry Landscape and Predicting Trends in 2024. Call centers must invest in tools and training to ensure adherence to evolving regulations while maintaining operational efficiency.

Call Center 105

Call Center Contact center software Contact Center Chatbots 105

NobelBiz

FEBRUARY 27, 2024

By optimizing call center operations, organizations can enhance the overall customer experience, leading to increased satisfaction. Streamlined processes, well-trained agents, and effective tools contribute to smoother operations and faster issue resolution. Elevate Operational Efficiency : Efficiency matters.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

NobelBiz

DECEMBER 5, 2023

The most common reasons for using call forwarding are: avoiding missed calls (86%), providing alternative contact options (75%), and managing workload (72%). The most common destinations for call forwarding are personal phone (86%), voicemail (75%), and another business number (72%).

voip 104

voip Cloud contact Contact center software Contact Center 104

VocalCom

OCTOBER 31, 2017

If relationships are personal by nature, what does that mean for your customer relations? According to Monetate, 79% of organizations that have exceeded revenue goals possess a documented personalization strategy. Use a tone that matches the customer’s personality. Match customers to agents with the appropriate skills.

Personalization 48

Personalization Contact center software Contact Center Customer effort 48

ShepHyken

APRIL 8, 2022

This week, we feature an article by Nikhil Pereira is a Contact Center expert with 20 years of end-to-end contact center expertise. He has experience across the Contact Center spanning Hiring, Training, Quality, Workforce Management, and Performance Management. Brand care experience .

Customer Experience 189

Customer Experience Contact Center Contact center software Personalization 189

NobelBiz

APRIL 23, 2024

Omni-channel communication also offers the flexibility to tailor interactions based on the nature of the debt and debtor preferences, leading to more personalized and effective collection efforts. Agents are trained not only in the legal aspects of debt collection but also in how to handle calls with compassion and understanding.

Customer centricity 94

Customer centricity Contact Center Technology Telemarketing 94

Hodusoft

MAY 10, 2024

The COVID-19 pandemic propelled virtual call centers and contact centers from being supplemental solutions to essential infrastructure. As per recent stats the number of remote call center agents is expected to grow by 60 percent from 2022 to 2024. What Are Virtual Call Centers and Contact Centers?

virtual call center 52

virtual call center Call Center Contact Center call center software 52

VocalCom

JULY 3, 2017

As they are given the important tasks of communicating with customers and finding solutions while using numerous technologies, it’s essential that they receive the proper training to deliver the best service possible. Here are seven tips for training call center agents effectively. Use customer feedback as training material.

Call Center 48

Call Center Average Handle Time Gamification Brand ambassadors 48

NobelBiz

NOVEMBER 6, 2023

The estimated value of the global contact center software market by 2027 is $110 billion , according to Replicant. Workforce Management (WFM) Software: WFM automates scheduling and forecasting for agent workloads, optimizing staffing levels for call volume. alone by 2040.

Call Center 105

Call Center Interactive Voice Response Customer Service Contact Center 105

Hodusoft

FEBRUARY 9, 2022

The contact center trends too, changed completely driven by the pandemic. 2020-21 saw most contact centers make a shift to cloud contact center software. And if one is to go by indications, contact center trends for 2022 , signal a whole new wave coming. Digital Training Tools.

Contact Center 98

Contact Center Technology Contact center software Chatbots 98

JustCall

OCTOBER 25, 2023

Training Overhead: A large toolset calls for an equally large workforce. At the same time, it requires employee training and onboarding so that they can continue making the most of the tools. As such, most contact center software systems come with a built-in database for knowledge sharing.

call center software 52

call center software Contact center software CRM Call Logging 52

NobelBiz

FEBRUARY 2, 2021

Technology is a Key Component to Successful Training for Call Center Agents 1. Today, IP telephony makes it possible to provide the mobility needed by all the company’s employees, including your agents’ training programs. Agents who are trained and motivated to do their job are more likely to convince their customers.

Call Center 52

Call Center First call resolution Abandon rate Contact Center 52

NobelBiz

AUGUST 14, 2023

Voicemail detection empowers contact centers to allocate resources judiciously, aligning their operations with the twin goals of operational optimization and delivering personalized, meaningful customer interactions. Let’s look at some of the key benefits of answering machine detection.

Contact center software 52

Contact center software Call Center Contact Center Coaching 52

NobelBiz

APRIL 2, 2024

With a focus on efficiency, scalability, and innovation, Enterprise Contact Center Solutions empower businesses to deliver seamless and personalized experiences to their customers. Brad Dashnaw CEO – Shift Marketing ”Their software is easy to use, easy to implement, and able to be integrated with our own platforms.

contact center solutions 106

contact center solutions Enterprise Contact Center Interactive Voice Response 106

Hodusoft

JANUARY 3, 2024

Several key players thought that if contact center software is hosted in the cloud it would be extremely beneficial for businesses that don’t intend to install on-premise solutions. That led to the exploration of the idea of having agents access the contact center software through the Internet.

Contact Center 59

Contact Center Contact center software Interactive Voice Response Wait times 59

NobelBiz

MARCH 26, 2024

CXA stands for Customer Experience Automation, a strategic approach that integrates automation tools and software within call centers to enhance the customer journey. It’s the art of utilizing technology to deliver personalized and efficient customer service without losing the human touch that customers value.

Best practices 52

Best practices Interactive Voice Response Customer Experience Contact Center 52

Balto

JUNE 13, 2022

Why Are Manager Requests Metrics Important to Contact Centers? Call escalation can occur because an agent: Lacks training Lacks confidence Handles a contact poorly Fails to recognize warning signs Doesn’t have access to the needed resources. Here are seven tips to help you reduce contact center escalations.

Management 52

Management Contact center software Coaching Contact Center 52

NobelBiz

NOVEMBER 13, 2023

At the heart of contact centers, Customer Lifetime Value emerges as the bedrock—a critical KPI that captures the lasting echoes of exceptional service, unwavering loyalty, and meaningful connections. Brad Butler, Contact Center Software Consultant @NobelBiz How do you calculate the CLV?

Customer Experience 111

Customer Experience Contact Center Call Center Revenue potential 111

NobelBiz

JULY 25, 2023

Discover the transformative potential of data-driven decision-making and personalized interactions that cultivate lasting relationships with customers. This, in turn, aids in training agents, tailoring responses, and improving overall customer satisfaction. Watch the entire podcast episode here!

Analytics 98

Analytics Call Center Scripts Contact center software 98

ShepHyken

OCTOBER 29, 2021

It is extremely viable for customers to reach the right person in charge to guide them through. Whether your call center software has in-built call routing, or it requires a set of options to be chosen by customers, it should have this feature. The Benefits of KM-based contact center systems:?? . Call routing .

call center software 196

call center software Call Center Customer Support Scripts 196

NobelBiz

JUNE 4, 2024

Improved Customer Experience A well-run customer service call center can greatly enhance the customer experience. With trained agents, advanced technology, and efficient processes, call centers ensure that customer issues are resolved quickly and satisfactorily, leading to higher customer satisfaction and loyalty.

Call Center 52

Call Center Interactive Voice Response Customer Service contact center solutions 52

NobelBiz

MAY 9, 2023

Brad Butler, Contact Center Software Consultant @ NobelBiz Improved Agent Productivity Long wait times can be a significant challenge for contact centers, causing negative consequences for both agents and customers. – Brad Butler, Contact Center Software Consultant @ NobelBiz 2.

Best practices 98

Best practices Call Center Gamification Contact center software 98

NobelBiz

FEBRUARY 21, 2023

In this article, we will explore the most effective ways to safeguard your contact center’s valuable data. We will cover topics such as data encryption, interactive voice response (IVR) for filtering calls, security training for employees, and using proper security solutions.

Contact Center 52

Contact Center Interactive Voice Response Management Contact center software 52

SharpenCX

JUNE 12, 2023

Now, as corporations move to permanent remote and hybrid work models, it may seem difficult to keep your team as connected and productive as they are in person. The Era of Remote Work In-person contact center teams have slowly crept back to the office since the pandemic. Conduct routine meetings.

Coaching 67

Coaching Morale Contact center software Call Center 67

NobelBiz

FEBRUARY 15, 2023

In this article, we will explore the most effective ways to safeguard your contact center’s valuable data. We will cover topics such as data encryption, interactive voice response (IVR) for filtering calls, security training for employees, and using proper security solutions.

Contact Center 52

Contact Center Interactive Voice Response Management Contact center software 52